Abstract:
The aim of this paper is to understand the impact of the ATM service quality towards
the customer satisfaction in Sri Lankan state banking sector. This research bridges the
gap that exists in the current body of knowledge by investigating the ATM service
qualities and their impact on customer satisfaction. It also examines the impact of
demographic factors for the relationship between the ATM service quality and the
customer satisfaction. Given these gaps in the literature, the research problem in this
research is: the factors which influence on customer satisfaction in relation to the
ATM service. To investigate the research problem, a pilot study involving 30 state
bank customers was used to check the initial reliability and validity of the constructs
in the questionnaire. The factor analysis was employed to refine the measurement
items and test the reliability and validity. The study has used the primary data of
customer satisfaction survey (N=385). The data were collected using a structured
questionnaire designed to ascertain the satisfaction levels. Regression, ANOVA and
T-test were used to identify the significant factors and frequency analysis was used to
analyze the customer satisfaction. The ATM service qualities have a positive impact
on the customer satisfaction and the demographic factors like age and educational
qualification show a moderate the relationship between the ATM service quality and
the customer satisfaction. This paper identified the significant factors which the banks
may take care to enhance the customer satisfaction.
